Complaints

This profile includes complaints for Servpro of Bear/New Castle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Servpro of Bear/New Castle

  301 Carson Dr Bear, DE 19701-1374

• 

  Servpro of Bear/New Castle

  P.O. Box 715 Bear, DE 19701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I had an incident in my home which resulted in water damage and I had to get my kitchen ceiling, cut into in order to replace the damage and also I needwork on my bathroom in the master suite and got painting in my living room and dining room. And they had overcharged me would cost me to lose my home insurance and also my insurance did pay for the damages on April 1 2025 and they didn’t get started until April 24 of this year and they are still not done with the basic work and they are giving me the runaround as far as who and when is coming fix my damages in my home. And I am an elderly woman that is being took an advantage of as far as completing the work and getting my house back to normal. It’s been almost 2 months. Since this simple water damage had happened and they still have not done to help me fix the problem.

  Business Response

  Date: 05/30/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to Ms. *******’s concerns. We take all customer feedback seriously and are committed to completing each project with professionalism and care.
  Ms. ******* signed a Work Authorization with our company on March 6, 2025, for repairs related to a water damage loss. During our initial walkthrough, she informed our team that she would only be available for in-home work on Tuesdays and Thursdays. We honored this request and began work on April 24, 2025, aligning our scheduling with her availability.
  On May 1, 2025, Ms. ******* informed us she would be available for work daily during the week of May 5, and we adjusted our schedule accordingly to maximize progress on the project.
  Initially, Ms. ******* opted out of the bathroom repairs, but later reversed that decision on May 6, 2025. We promptly provided her with the material budget and specifications needed for the new bathroom flooring. However, multiple incorrect selections delayed the final material selection & approval. The correct Material Selection Form was signed on May 19, 2025, and the selected flooring, a special order item, was ordered on May 21, 2025. As of today, we are still awaiting delivery of this product from the supplier.
  Ms. ******* has been informed that once the flooring is delivered, we will return to complete the flooring installation and remaining paint touch-ups.
  We understand that delays, particularly within one’s home, can be incredibly frustrating. That said, our team has consistently communicated with Ms. ******* and worked within the scheduling limitations she initially requested, which allowed for work to take place only two days per week. Additionally, changes in the scope of work and multiple incorrect flooring selections contributed to further delays. The final material selected is a special order item, which we promptly ordered upon her approval. Unfortunately, these factors have made it challenging to complete the project as quickly as we would have preferred. Nevertheless, we remain fully committed to completing all remaining work as soon as the materials arrive.

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  THEY WERE PAID ON APRIL 1st 2025 and didn’t start the work until April 24th 2025 and didn’t give us the correct information in order to pick out the materials ahead of time and the way the communication was set had up had us thinking this WILL BE DONE IN A WEEK INSTEAD OF 2 months. And the materials for the flooring would have been picked out way sooner instead of them telling us to pick out the flooring three weeks into the project and they didn’t complete the painting when they said they would or the flooring. It took two months to complete one week of work because of misinformation from their employee and the employees boss. And the employee and the employee boss said it should have taken a week not two months.
  
  
  Regards,
  Complaint ID: 23380468
   
  
  
  
   

  Business Response

  Date: 07/07/2025

  The services were not paid for in advance. The monies owed
  were held by a 3rd party administrator until we could provide proof
  of completion. We did not even receive the deductible, which is typically paid
  in full by the homeowner prior to services being rendered, until the project
  was completed and the final walkthrough was performed on 6/19/25. The reason
  the project took a little longer to complete was again, due to the homeowner stating
  from the start that we could only work on Tuesdays & Thursdays. As for the
  flooring, the information was provided after 3 weeks because that was when the
  homeowner made the decision for us to complete the work in the bathroom.
  Originally, she told us that she did not want anything done in the bathroom.
  Lastly, at no time did I, nor any other employee, tell the homeowner that the
  project should have only taken a week. 

• Initial Complaint

  Date:06/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ServPro of Bear, DE was contracted to repair ceilings and walls in my home due to water damage. Once they had so-called completed everything, there were gaps left around all the fixtures, they installed my television wrong, broke my ceiling fan, there is a gap in the space where the wall should meet the ceiling in several areas, they did not sand down the plaster in the wall joints smoothly, leaving little holes in the paint surface, the actual paint job looks unprofessional because there is colored paint on white molding, they did not replace all the vent covers in my ceilings, they didn't inspect the wiring in the socket by my kitchen sink and it trips off frequently, there are still water stains where the dry wall should have been replaced, some of the covers on the electrical sockets weren't replaced, anywhere they were supposed to reinstall wood work/shelving there are gaps between the wall and the wood, there are still white areas of plaster on my walls because they attempted to correct some issues but then halted the work. There are probably more things that I haven't mentioned. All in all, my house looks worse now than before they came in to work.
  They were supposed to come back to fix the issues but required me to be in the house with them while they worked. One issue with that is the environmental hazard which is why we relocated to a hotel while the work was being originally completed. They rushed us to move back into the house so that they wouldn't have to pay for the storage pod another month. I have nearly exhausted the allotted amount for hotel stays with my insurance carrier which means if I have to stay in a hotel again I will be paying out of pocket. Dealing with this has caused me to have panic attacks and start counseling. I no longer feel at home in the house that I was raised in. This house belonged to my parents and my brother are currently living here together. My brother has health issues such as diabetes and a transplanted kidney

  Business Response

  Date: 06/06/2023

  In response to ****** *****’s complaint, SERVPRO has gone
  above and beyond with accommodating her and her family. ****** ***** wanted
  repairs to her house that were the result of damages not related to the loss,
  specifically cracks in the wall and door frames that were not covered by her
  insurance, State Farm. We adhered to the scope of repairs approved by State
  Farm; however, ****** ***** wanted all the damage in her home fixed and Roland
  Johnson, our Reconstruction Manager, advised her of what was covered and what
  was not covered by her insurance and would require payment from her directly in
  a conversation on February 15, 2022. On February 16, 2022 ****** ***** sent
  photos of damages within her home that she said we needed to resolve and she
  was once again informed that this was not part of the scope of work that SERVPRO
  was approved for. On March 9, 2022 State Farm adjuster ******* ******* explained
  to ****** ***** that State Farm is not covering anything that appears to be rot
  damage from pre-existing issues while the approved repairs occur.
  On April 20, 2022 ****** ***** kicked ****** *******, and two
  contractors out of her house mid services because they did not agree with her
  demands to repair the areas clearly not covered by insurance. She also claimed
  issues about a broken ceiling fan, wrong glass globes on the light fixture,
  painting baseboard, vents that needed to be secured. ****** ******* and the
  contractors offered to have some of the items taken care of but they were
  removed from the property as they did not agree to all of her demands. On April
  26,2022 SERVPRO contacted the adjuster ******* ******* and stated we were
  willing to correct the issues for items that were on the scope, but would not
  perform any more services due to the behavior of ****** *****.  April 27, 2022 we contacted ****** ***** and
  advised we were going to correct the fan and drywall on May 5, 2022. The day after
  we went back onsite, May 6, 2022, ****** *****’s daughter called letting us
  know that she and her mother do not want SERVPRO or anyone else to come back.
  
  Please find the email for May 11, 2022 from our Recon
  manager ****** *******.
  From: office servproofbearnewcastle.com
  <[email protected]>
  Sent: Wednesday, May 11, 2022 7:02 AM
  To: ****** ***** <*************************
  Subject: Re: ****** ***** ** ********** ***
   Unfortunately, I did
  not get back into the office until late yesterday, so I am responding first
  thing this morning.  Per your email, we
  would like to schedule a time to pick up the items listed.  Prior to that, we would like to come up with
  a plan for closing out this claim.  I am
  still in the process of preparing your final bill.  As discussed, I will remove all work that we
  did not complete and bill for what was done. 
  I will be sending bill to both ******* and you for review.  Should we need to make any adjustments, we
  will discuss and act accordingly.  I hope
  to have that completed by the end of the week. 
  Once the review process is complete, will can discuss when we can meet
  to settle the bill.  At that same time, I
  would like to get the items that still remain at your home.  Please let me know if you have any questions.
  
  Thanks,
  
  ****** *******
  
  Servpro of Bear/New Castle
  Servpro of Upper Darby
  301 Carson Drive
  Bear, DE 19701
  DE | 302.392.6000
  PA | 610.352.0700
  FAX | 302.392.6100
  [email protected]
  
  From: ****** ***** <************************>
  Sent: Monday, May 9, 2022 9:45 AM
  To: office servproofbearnewcastle.com
  <[email protected]>
  Subject: ****** ***** ** ********** ***
   Good morning. When my
  daughter called and said the lawyer will contact you, that is not what I said.
  I am having very much anxiety behind everything that has going on with the
  repairs of my house. I no longer am able to deal with the untimely manner that
  things are being resolved. We can schedule a time for your people to come and
  get what they left, which is plastic and the spackle powder and the lockbox.
  This has definitely been an eye-opening experience. I will be waiting for a
  call.
  ****** *****
  
  ****** ***** agreed to part ways and pay for the services
  that were performed which $16,069.85 - $4,574.62 deposit = $11,495.23 balance
  due.  SERVPRO forwarded the account to a
  collection agency for failure to pay for the services provided. 

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  In response to Servpro‘s rebuttal of ****** *****‘s complaint. Certain damages that were uncovered I thought it would be covered by State Farm. Upon talking to the state farm representative ******* ******* I found that they would not be covered, and I talk to ****** ******* of Servpro to see if they could repair the damages and we would pay out-of-pocket. There were other issues as far as the insulation, and other cracks in the walls that State Farm representative ******* ******* said they would pay for. All that Servpro had to do was submit the paperwork. The end of March we did an inspection of the house and found holes in the entire house ceilings that they repaired because the spackle was done incorrectly. (State Farm has video.) When we found these problems, Servpro could have taken care of this before they put all of the furniture and boxes back into the house.  Servpro did not want to pay for another month of the POD , so they put all the furniture and boxes back in the house. Some in the wrong rooms ( even thought the boxes were labeled) knowing they had to redo each room. As we stated before they wanted to do it while we were in the house. Because of medical conditions of my brother, and the problem it would cause myself and my daughter by breathing in all the fumes and dust. From April 2 of 2022 to April 15 I try to make arrangements for Servpro to come back and fix the mistakes that were made. On April 20 ****** and two other gentleman came into my house to see what they were going to do about the broken ceiling fan, wrong glass globes on the light fixtures, painting, baseboards, vents that needed to be secured. The younger gentleman started to DISRESPECT ME and I asked him to leave. I said ****** and the other (older)gentleman could stay and we could figure out something. At this time I was at my wits end. On April 27, 2022 a group of gentlemen came out and started to re-spackle the ceilings and by May 10. I had  not heard from anyone as to when they were going to come and finish what they had started. I called Servpro and left several messages for  ****** ******* about him  not communicating with me in a timely manner.  *In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 20140709
   
  
  
   
   

  Business Response

  Date: 07/05/2023

  May 6, 2022 we received a call from Ms *****'s daughter. She states she was calling to let us know that her mother does not want anyone else coming back onsite. She claims this has caused her mother stress and high blood pressure. Since we have not been onsite in over a week, she feels it's best that she communicate through her attorney.  I asked if they made the adjuster aware of the attorney. She states she is not sure if her mother has. I advised I will forward this information on to ******. formation on to ******.

   

  This is an email from ****** ***** from May 9, 2022 9:45 AM

  [email protected]
  From: ****** ***** <*************************
  Sent: Monday, May 9, 2022 9:45 AM
  To: office servproofbearnewcastle.com <[email protected]>
  Subject: ****** ***** ** ********** ***
   
  Good morning. When my daughter called and said the lawyer will contact you, that is not what I said. I am having very much anxiety behind everything that has going on with the repairs of my house. I no longer am able to deal with the untimely manner that things are being resolved. We can schedule a time for your people to come and get what they left, which is plastic and the spackle powder and the lockbox. This has definitely been an eye-opening experience. I will be waiting for a call.
  ****** *****
  
  
  

  Please find our email indicating that we agreed with her email May 9, 2022 to come get what we left there.

  On May 11, 2022 ****** ******* followed up with ****** *****'s request the closing out the claim.

  RECON EMAIL: (H/O) - Closing Out Claim
  
  From: office servproofbearnewcastle.com <[email protected]>
  Sent: Wednesday, May 11, 2022 7:02 AM
  To: ****** ***** <*************************
  ******** *** ****** ***** ** ********** ***
   
  Unfortunately, I did not get back into the office until late yesterday, so I am responding first thing this morning.  Per your email, we would like to schedule a time to pick up the items listed.  Prior to that, we would like to come up with a plan for closing out this claim.  I am still in the process of preparing your final bill.  As discussed, I will remove all work that we did not complete and bill for what was done.  I will be sending bill to both ******* and you for review.  Should we need to make any adjustments, we will discuss and act accordingly.  I hope to have that completed by the end of the week.  Once the review process is complete, will can discuss when we can meet to settle the bill.  At that same time, I would like to get the items that still remain at your home.  Please let me know if you have any questions.
  
  Thanks,
  
  ****** *******
  

  At this point, ****** ***** was paying or only services performed and cancelling out the remaining work.  ****** ***** does not want to pay and we sent her to collections and that is why she is contacting you.

   

  Thank you.